CX Designer

A new transformational adventure awaits you… 

How does 5 weeks leave per year, an impactful career that you’ll truly love, and working for a trustworthy organisation that empowers wellbeing and is accelerating digital transformation sound like to you?

As one of Forbes 2024 ‘World’s Best Employers’, Zurich - a leader in the insurance industry - is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

This exciting adventure will drive positive impact towards our vision to be Australia’s leading digital insurer. So, if you want to be part of a values led global organisation, where real growth and transformation is happening, along with our track record of making a real difference of continuously taking steps toward a sustainable future for our people, customers, communities, and our planet…read on!

Let’s create a brighter future together, let’s make a difference  

It’s important to know, what you do matters. As in your role you will help more people live well and enjoy confident lives.

A fantastic opportunity exists as a CX Designer, reporting to our Head of Design.

In this role, you will be part of a team that uses a human-centred design approach to design & support the implementation of exceptional experiences for our customers, partners, advisers, brokers, and staff across the Zurich business. 

You will work in multidisciplinary teams as the champion of the customer voice, driving deep understanding of our customers and partners for insight-led decisioning on solutions that meet their needs. As a key member of the CX chapter you will work with other CX and UX designers along with the Head of Design to hone your technical design craft and contribute to a culture of continuous learning and best practice development in design methodologies. This includes liaising with our regional and global CX communities across Zurich.

Key responsibilities include:

• Understand customer needs and business requirements to redesign and optimise priority experiences and processes in a fast-paced, agile-at-scale environment
• Discovery research, including the planning, facilitation, and analysis of primary qualitative and quantitative design research
• Journey mapping and service blueprint development
• Strategic foresight and future-state journey design
• Facilitate design workshops across the design process
• Develop and conduct experiments and prototype testing of digital experiences, features, and propositions to validate and de-risk designs
• Create high-level wireframes and user flows in Figma, working with developers to support the implementation of design concepts
• Setting clear KPIs and metrics to measure and track success – driving action off the back of these data points
• Advocate for HCD methodology and uplift the design understanding and capability of squad members and non-design stakeholders
• Ensure the wellbeing of team members and proactively work to identify and manage workplace exposures which may precipitate workplace stress, bullying, harassment, and discrimination.

Important to your success - Unlock your potential

• 5+ years’ experience in CX, Strategic Design, Service Design or Human-Centred Design roles
• A customer-led mindset and the ability to move quickly from insight to action
• Strong working knowledge of design process and methodology, with the ability to effectively define, plan and prioritise design work to be done
• Excellent communication skills and the ability to effectively engage non-design stakeholders
• A curiosity for new technologies and emerging digital experience trends that drives you to be at the forefront of new innovations and best practices
• UX/ Digital Product design experience and working knowledge of UX/UI best practices for web design with strong skills in wireframing and progressing from low fidelity prototypes to full fidelity UI prototypes for development teams is preferred.

 Belong. Zurich is here to support you 

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer’s leave as we empower our people to manage their own wellbeing. Plus, access to Family Care (parental leave).
• Benefit from a hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.
• Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and a AUD$295 new starter e-voucher for your work-from-home setup (flex work - hybrid working), along with other great benefits through our Shine portal.
• Grow and thrive in your career with our award-winning training programs. We support and encourage your development because our strength lies in our people, and we value your individuality.
• Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.
• Take advantage of global mobility opportunities across more than 200 countries worldwide.
• Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day.
• We plant a tree for every new employee.
• Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive Workplace; Silver AWEI Employer, Pride in Diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, maintain work/life balance, and thrive in a supportive environment.

Zurich is an equal opportunity employer.  We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.  

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!